Agent Guide

Overview

This guide covers Siebel CTI Toolbar functionality provided by EF Siebel CTI Connector.

Siebel CTI Toolbar 

The Siebel CTI Toolbar is explained below:

Siebel CTI Toolbar Controls

1. Refresh Toolbar

To refresh toolbar in case CTI Toolbar seems unresponsive or agent message is not being displayed on CTI Toolbar currently. This button is enabled for almost all states.

1. Hold Call

Hold call button is enabled when a call is active. Clicking this button holds call.

1. Work Edit List

Work Edit List shows current work in progress e.g. call. When agent is in talking state, work listed is preceded by -> sign in Work Edit List.

1. Unhold Call

Unholds a currently held call.

1. Set ready/not-ready state

Used to toggle between ready and not ready state.

1. Login

Agent enters his/her extension in Work Edit box and press login button to login.

1. Logout

This button is enabled only in not ready state. Used to logout from Siebel CTI Toolbar.

1. Hide/Show extended buttons

Upon contraction of Siebel CTI Toolbar using this button, only most used buttons are shown in toolbar. Upon expansion using this button, full CTI Toolbar is shown.

1. Hide show Call Variables section

Call variables section can be hid using this button or it can be shown by this button.

1. Go to

Agent can select a value from drop down list and navigate to selected menu using this button. For example user selects “activities” from drop down list and presses this button, he/she will be directed to activities screen.

1. Update Call Variables Values

Normally call variables are updated upon new call arrival. If not, agent can check for call variables by using this update button.

1. Call Variables

All call variables are populated in this section. Your local implementation can be difference from snapshot. Please contact your supervisor for further details.

Agent states & Siebel CTI Toolbar Controls

Below are agent states and available CTI toolbar controls against every state

Enabling Siebel CTI Toolbar

After logging into Siebel Call Center web application, a chat icon can be seen on upper right side of page. This icon is white at very first but then turns red after a while. Red color says middleware loading process is complete by now (either successful loading or unsuccessful one).

Login to CTI Toolbar

Upon clicking enable CTI Toolbar button, Siebel CTI Toolbar appears as shown below:

Agent enters extension in Work Edit box and clicks login button to log into CTI Toolbar. Agent goes to not ready state as shown below:

Now only that controls are visible which should be in Not Ready state.

Making Call

In Not Ready state, agent can make a call to another extension. Enter this extension in Work Edit box and click “Make Call” button. Now CTI toolbar looks as follows:

Agent can only release call when call is initiating. When call is received by other end, CTI toolbar looks like follows:

Please note “Work Edit List” shows current work in progression. Also it shows “->” sign with active call i.e. in talking state.

Hold & Unhold Call

When a call is active, agent can hold call by clicking “Hold Call” button. When a call is held, CTI Toolbar looks as follows:

Now agent can click unhold call button to unhold the call. Please note there is no “->” sign in Work Edit List at the moment as agent is not in talking state.

Release Call

During an active call (either agent is in talking or in held state), agent can release call.. If agent release call, he/she goes to same state he/she was in before making call. Normally this is “Not Ready” state as agent can make call only in not ready state. Not ready reason code is shown on CTI toolbar message as follows:

Upon refresh toolbar button click, CTI toolbar displays user time elapsed in this state as follows:

Now user goes to ready state by toggling not ready/ ready button.

Receive Incoming Call

Here is how CTI toolbar behaves when new inbound call arrives:

Please note that call variables section is shrunk in this case, Agent can click update button to load call variables as follows:

After receiving incoming call from CTI toolbar looks like follows:

Blind Transfer Call

When call is active, agent can make blind transfer call by entering extension in Work Edit box and click blind transfer button.

Blind transfer is done and agent is in wrap up state now. To logout, agent goes to “Not Ready” state first if currently in “Ready” state. After clicking not ready state button, a wrap up list of values pop up to enter not ready reason code as follows:

Agent selects a reason and click Ok, Not ready state with reason code in shown in CTI toolbar message.

Logout from CTI Toolbar

Now logout button is enabled. Agent can logout using this button, Logout reason codes LOV pops up upon clicking this button:

After submitting logout reason code, Logout state message appears on CTI toolbar:

Consult & Conference Call

Agent can make a consult call when a call is active:

Agent enters extension in Work Edit box and clicks consult transfer button, Call goes to ringing state, On other agent, this consult call is treated same as New Incoming Call. After he/she receives consult call, CTI Toolbar looks as follows:

Now conference call button is enabled. Agent can conference call to same agent he made consult call to. There is no need to enter extension in work edit box in conference call case.

Please check difference in Work Edit List in case of Consult Call and Conference Call. Here in conference call, buttons same buttons are enabled as in normal active call.

Unexpected Scenarios

There may be some unexpected scenarios when agent sees unfamiliar messages on Siebel CTI Toolbar or Siebel CTI Toolbar can’t function normally. All Unexpected Scenarios are covered in Siebel CTI Connector - Unexpected Scenarios.